[Hiring] Manager, Enterprise Customer Success Team @RevolutionParts

The Role 

Responsibilities

• Directly manage a team of Enterprise CSMs who oversee RP’s clients
• Work with the VP of CS to define the customer journey, balance books of business, drive QBRs, and NPS across CS
• Contribute to the development of processes for an ever-evolving team
• Own the overall team performance and pacing towards all KPIs and goals
• Train and coach  team members, furthering professional development and performance
• Active participation in hiring and interviewing new members of the team
• Implement and manage reports on data, activity, and performance of the team
• Identify growth opportunities within your team’s book of business
• Work with other leaders companywide such as support, marketing, and product to ensure that customer needs and the voice of the customer is heard, understood, and prioritized.
• Coach the team in maximizing the retention and growth of our customer base
• Reduce churn by working with CSMs on saves to resolve issues for clients
• Stay on top of churn reasons along with presenting reporting to Senior Leadership monthly

Requirements

• Combined background of post-sale and sales experience
• Bachelors Degree in Business, Marketing, Communication or a related field; or, an equivalent level of experience
• 7+ years of enterprise account management experience 
• Track record of leading expansions at large enterprise accounts
• 5+ years’ experience in leading customer-facing teams
• Strong understanding of eCommerce and Digital Marketing ecosystems, including traffic acquisition, conversion optimization, paid/organic channels, and marketplace dynamics
• Excellent communication, organization, interpersonal, and writing skills
• Proven ability to multi-task and interact with a large number of demanding customers
• Familiarity with billing and subscription management is a plus
• Success working in a fast-paced, high-growth environment, preferably at the intersection of SaaS and eCommerce, with a track record of improving online sales performance, increasing GMV, or enabling digital growth for customers
• Experience in hiring, training, and developing a high-performing team of customer success professionals
• Proven background in coaching, mentoring, and skill development of individual contributors at various experience and business acumen levels
• Strong operational skills, proactive approach to process improvement, and previous experience building out customer success initiatives and best practices that retain customers